Senior Product Support Specialist
France or UK
Business – Support /
Full Time /
Hybrid
Join Pigment: The AI Platform Redefining Business Planning
Pigment is the AI-powered business planning and performance management platform built for agility and scale. We connect people, data, and processes in one intuitive, feature-rich solution, empowering every team—from Finance to HR—to build, adapt, and align strategic plans in real time.
Founded in 2019, Pigment is one of the fastest-growing SaaS companies globally. Industry leaders like Unilever, Snowflake, Siemens, and DPD use Pigment daily to make more informed decisions and confidently navigate any scenario.
With a team of 500+ across Paris, London, New York, San Francisco, and Toronto, we've raised nearly $400M from top-tier investors and were named a Visionary in the 2024 Gartner® Magic Quadrant™ for Financial Planning Software.
At Pigment, we take smart risks, celebrate bold ideas, and challenge the status quo—all while working as one team. If you're driven by innovation and ready to make an impact at scale, we’d love to hear from you.
What you'll do
- You will help customers derive value from Pigment by being a product expert and problem solver – be it troubleshooting someone's modeling issues or reproducing a bug they experienced/reported.
- You will be a true product expert who’s technically savvy to conduct investigations and an essential resource for your colleagues and customers.
- You will have a good technical understanding of our infrastructure, and give recommendations on ensuring customers have the best platform experience.
- You will act as a player-coach to junior team members, guiding them on complex cases
- You will own Support tickets from creation to closure
- You will replicate and escalate bugs to Engineering/R&D Team
- You will collaborate with Product Managers on feature requests, advocating for our customers and partners
- You will lead on improving our processes and product, such as by transmitting customer feedback, suggesting efficiency improvements.
- Following your probation, this position will require you to work 1-week on-call covers of P1 tickets with additional compensation for the days covered, rotated between the team to a maximum of one week per month.
Who you are
- You have 4+ years of experience in one or more of the following: (i) as an application support specialist, (ii) in a technical support role in the SaaS world, (iii) and/or working in a Financial Planning & Analysis (FP&A) or Modeling role.
- You have a “can-do” attitude: you’re hands-on and a go-getter.
- You have excellent written and interpersonal skills.
- You have general technical know-how and an affinity for learning new software. You proactively communicate issues and FYIs so the team stays informed.
- You would describe yourself as independent, empathetic, and accountable.
- You have strong project management skills and ability to deliver on time.
- Comfortable working in a remote, fast-paced environment as part of an international team.
- You speak English to a professional proficiency.
Helpful
- Knowing a thing or two about spreadsheets or business planning is beneficial.
- You don’t have to be a developer but having dabbled in HTML, CSS, SQL, APIs or Data Integrations would definitely be a big plus.
- Any financial qualification would be highly desirable (Payroll, Accounting, Financial Risk Management, Pensions etc)
- An additional European language is also great.
What we offer
- Competitive package
- Stock options to ensure you have a stake in Pigment's growth
- The best health insurance with Alan Blue entirely free for you and your family
- Weekly Lunch and Lunch vouchers (Swile card) to cover your lunch breaks with total flexibility
- Subscription to Egym Wellpass (ex-Gymlib) for full access to gyms, studios, and wellness spaces across France
- Trust and flexible working hours
- Along with one company offsite every year, we have brand new offices at the heart of major cities including New York, San Francisco, Toronto, Paris, and London
- High-end equipment (based on stock/availability) to do your work in the best conditions
- Remote-friendly environment
How we work
- Thrive Together: We can only win as a team. We are all founders and do the right thing for our peers, Pigment customers, partners, and the planet
- Never Settle: We aim to become the best at what we do by delivering with rigor and ambition every day. Delivering means building a passionate Pigment community
- Go for it: We are biased towards action. Every action leads to learning and these learnings get us one step closer to our mission
- Be real, be humble: We are generous with our feedback, open to change our views and we approach it with empathy knowing everyone is trying to do the best for Pigment
We conduct background checks as part of our hiring process, in accordance with applicable laws and regulations in the countries where we operate. This may include verification of employment history, education, and, where legally permitted, criminal records. Any checks will be conducted lawfully prior to formal employment contracts being signed, with candidate consent, and information will be treated confidentially.
Pigment is an equal opportunity employer. We believe diversity is a strength and fosters innovation. We are committed to enabling everyone to feel included and valued at the workplace. All qualified applicants will receive consideration for employment without regard to age, color, family, gender identity, marital status, national origin, physical or mental disability, sex (including pregnancy), sexual orientation, social origin, or any other characteristic protected by applicable laws. We may process your personal data in accordance with our HR Data Protection Notice.
